Think all the ideas we spoke of are excellent so our end product is:
To provide Mr Frankenberger with a blended learning solution to best work with complaining clients that is effective for customers and staff and the business.
Mediums discussed to date are:
video clips of 3-4 scenarios of complaining customers to be able to apply a best practice model too
propose a best practice model
develop an individual task of staff thinking of their own experience to date of how they have dealt with complaining customers and consider what they did well and what do not go so well
to use the last point as a pre-empter for face-to-face
each store to have a champion
that the training is not one-off more on-going and this can be delivered through:
on line chat
wikis
documenting experiences in a shared space
highlight the positive outcomes from complaints
individual performance
6 month face-to-face up-dates and peer review
that it is a store theme each year
a store competition and show and tell - of the best dealt with complaint - to highlight what is working really well and the learning gained
regular intranet up-dates
store champions and trained well to be leaders, role models, coaches and 'de-briefing agents' for staff to turn to
to promote, foster and influence an attitude that complaints have are positive for business because:
we know what people are complaining about and can do something about it
we can define whether it is staff, product or other and do something about it specifically
can then tailor and improve business practices
impt to make it easy for people to complain
impt to have support avenues for staff for negative experiences that are unable to be resolved
Training package for trainers and also a resource pack for staff
To provide Mr Frankenberger with a blended learning solution to best work with complaining clients that is effective for customers and staff and the business.
Mediums discussed to date are:
what do you think?